PSR Supervisor - HVI

Carle Health•Urbana, IL

7d•$27 - $44

About The Position

The PSR Supervisor is responsible for the daily supervision of HVI Centralized Services Patient Service Representative (PSR) staff and functions. The supervisor assists the manager with improving scheduling and registration processes to support patient throughput and satisfaction, prepares staff schedules within budget parameters, and ensures adequate shift coverage. The role establishes and audits scheduling and registration error standards, provides ongoing staff feedback and training, and works as a supervisor while helping cover staffing and volume fluctuations. The supervisor works with clinical leadership to maintain efficient provider schedules, supports point-of-service collections and financial stewardship, and monitors referrals, in-baskets, waitlists, recall reports, and department and leadership work queues. The role also coordinates staffing and desk assignments, training, quality improvement, audits, performance and personnel processes, payroll-related tasks, customer concern resolution, and daily work queue management. The supervisor helps build a cohesive team and serves as an EMR superuser.

Requirements

Associate's degree.

Responsibilities

Coordinate daily work and desk assignments to ensure adequate staffing coverage and customer service.
Ensure staff are trained and competent in required job tasks; coordinate preceptors for new staff and train new Patient Service Representatives.
Serve as a professional role model and working supervisor, assisting staff with job duties and responsibilities.
Conduct personnel actions, including hiring, performance appraisals, disciplinary actions, and promotions; assign, review, and edit direct reports’ work.
Approve scheduling and vacation requests for HVI PSRs.
Serve as timekeeper in Kronos and stay within SVR targets; assist with payroll processing by maintaining employee edit requests and PL requests.
Resolve employee work-related issues or refer complex situations to the manager; assist department leadership in resolving staff issues.
Support the manager with information gathering for accreditation surveys and departmental audits, and help implement recommended changes.
Develop, implement, and participate in quality improvement initiatives; perform quality audits as directed or needed.
Meet and maintain productivity targets and department goals aligned with the strategic plan.
Design and implement department policies; handle disciplinary action under the guidance of Human Resources and the Patient Care Manager.
Resolve customer concerns, questions, and complaints by identifying problems, coordinating corrective action, and reporting situations and resolutions to the supervisor.
Establish standards for reducing registration errors, review them with staff, and initiate training as needed.
Assist staff with customer service issues and respond promptly to concerns received from the Patient Relations Department.
Supervise and assist staff to support patient satisfaction and revenue cycle activities.
Work Patient, Account, Claim Edit, and Router work queues daily.
Assist management with developing and maintaining a budget for supplies and equipment.
Monitor procedure and testing work queues and related schedules to support financial stewardship.
Actively participate in or lead team huddles.
Serve as an EMR superuser.
Monitor and maintain referrals, in-baskets, waitlists, recall reports, and department and leadership work queues daily.
Work with clinical leadership to ensure provider schedules are efficient and free of scheduling errors.
Support point-of-service collections and financial stewardship.
Prepare staff schedules based on budget parameters and ensure adequate coverage for shifts.